Refund policy
We want you happy with what you order. If something isn't right, here's how we make it right.
The short version
- Unopened products: Returnable within 30 days for a refund.
- Opened or used products: Not returnable (industry standard for hygiene reasons).
- Damaged in shipping: Email us a photo within 48 hours of delivery and we'll send a replacement.
- Defective product: Reach out — we'll work it out.
- Restocking fee: None on damaged or defective items. None on unopened returns of $200 or less. 15% on unopened returns over $200.
What you can return
We accept returns of unopened, unused products in their original packaging within 30 days of delivery. The product must be in resaleable condition — sealed, with all labels and security wrap intact.
To start a return, email info@northcoastsalonsystems.com with your order number and the items you'd like to return. We'll send return instructions and a return address.
What you can't return
For hygiene and product-safety reasons, we cannot accept returns of:
- Products that have been opened, used, or had their seal broken
- Hair color, developer, or chemical service products once opened
- Tools that have been used in a service
- Sale, clearance, or final-sale items
- Gift cards
- Class registrations and event tickets
This is standard practice across professional beauty distribution. Once a product leaves the salon supply chain and is opened, we can't put it back into inventory safely.
Damaged on arrival
Boxes get dropped. If your order arrives with damaged or broken product:
- Take a photo of the damaged product and the shipping box (a couple of angles helps).
- Email us within 48 hours of delivery at info@northcoastsalonsystems.com with your order number and the photos.
- We'll ship a replacement at no cost to you, usually the next business day.
You don't need to ship the damaged product back unless we ask. Sometimes we will request the damaged item back so we can file a carrier claim — we'll send a prepaid return label if so.
Defective product
If a product is defective from the manufacturer (won't dispense, breaks under normal use, formulation appears off), email us with the order number, the product, a description of the issue, and a photo if visible. We'll either replace it, refund it, or work with the manufacturer on a fix. Defects don't have a 48-hour window — reach out whenever you discover the issue.
Restocking fee
- No restocking fee for damaged-on-arrival or defective items
- No restocking fee for unopened returns of $200 or less
- 15% restocking fee for unopened returns over $200 — this covers the cost of inspection, repackaging, and putting product back into inventory
Return shipping
Return shipping is your responsibility unless the return is due to our error (wrong product shipped, defective, or damaged in transit). We recommend a trackable shipping method — we can't refund returns we don't receive, and proof of delivery protects you.
Send returns to:
North Coast Salon Systems
ATTN: Returns
375 Ken Mar Industrial Pkwy
Cleveland, OH 44147
Please include the original packing slip or a note with your order number so we can match the return to your account.
Refund timing
Once we receive and inspect your return, refunds are issued within 5 to 10 business days to the original payment method. Your bank or card issuer may take an additional 1 to 2 business days to post the credit.
If you don't see the refund after 14 business days, email us with your order number and we'll trace it.
Exchanges
We don't process formal exchanges — instead, return the original product for a refund and place a new order for the item you want. This keeps the process simple and gets you the right product faster.
Order cancellations
If you need to cancel an order, email us as soon as possible. If the order hasn't shipped yet, we'll cancel and refund in full. Once shipped, treat it like a return.
Questions
North Coast Salon Systems
375 Ken Mar Industrial Pkwy, Cleveland, OH 44147
info@northcoastsalonsystems.com
(440) 526-2955
Last updated: May 21, 2026